Jetpack CRM gets deactivated every 30 minutes

Resolved

(@jdelgado)

Hello everyone!

I installed Jetpack CRM 6 months ago on a client’s website and it worked great.
Yesterday my client came back from her summer break and told me that it got deactivated for no reason.

So I got into the Plugins page and clicked ACTIVATE to fix it… or so I thought.
Because the truth is that Jetpack CRM gets now deactivated every 30 minutes or so, by itself!

I think it might be some lack of compatibility with my theme (DIVI by Elegant Themes) or any of the plugins that I use, but can’t find which one.

I’m using the latest version of WP and the plugins that are installed.
According to Health Check, I’m using the following plugins and settings in our website.

Thanks in advance for your help!


### wp-core ###

version: 6.0.2
site_language: es_ES
user_language: es_ES
permalink: /%postname%/
https_status: true
user_registration: 0
default_comment_status: open
multisite: false
user_count: 6
dotorg_communication: true

### wp-paths-sizes ###

wordpress_path: /srv/www/egmgrupo.com/www
wordpress_size: 215,01 MB (225450306 bytes)
uploads_path: /srv/www/egmgrupo.com/www/wp-content/uploads
uploads_size: 152,04 MB (159424116 bytes)
themes_path: /srv/www/egmgrupo.com/www/wp-content/themes
themes_size: 61,96 MB (64974074 bytes)
plugins_path: /srv/www/egmgrupo.com/www/wp-content/plugins
plugins_size: 95,43 MB (100068162 bytes)
database_size: 21,27 MB (22298624 bytes)
total_size: 545,71 MB (572215282 bytes)

### wp-dropins (1) ###

advanced-cache.php: true

### wp-active-theme ###

name: Divi (Divi)
version: 4.18.0
author: Elegant Themes
author_website: http://www.elegantthemes.com
parent_theme: none
theme_features: core-block-patterns, block-templates, widgets-block-editor, custom-background, automatic-feed-links, post-thumbnails, menus, title-tag, post-formats, woocommerce, wc-product-gallery-zoom, wc-product-gallery-lightbox, wc-product-gallery-slider, customize-selective-refresh-widgets, wp-block-styles, editor-style, widgets
theme_path: /srv/www/egmgrupo.com/www/wp-content/themes/Divi

### wp-themes-inactive (4) ###

Twenty Nineteen: version: 2.3, author: el equipo de WordPress
Twenty Twenty: version: 2.0, author: El equipo de WordPress
Twenty Twenty-One: version: 1.6, author: el equipo WordPress
Twenty Twenty-Two: version: 1.2, author: El equipo de WordPress

### wp-plugins-active (12) ###

Better Font Awesome: version: 2.0.1, author: Mickey Kay
CAPTCHA 4WP: version: 7.1.1, author: WP White Security
Disable XML-RPC: version: 1.0.1, author: Philip Erb
Divi 100 Article Cards: version: 0.0.3, author: Elegant Themes
Health Check & Troubleshooting: version: 1.4.5, author: The WordPress.org community
Jetpack: version: 11.2, author: Automattic
Jetpack CRM: version: 5.2.0, author: Automattic - Jetpack CRM Team
Really Simple SSL: version: 5.3.4, author: Really Simple Plugins
WP fail2ban: version: 4.4.0.6, author: Charles Lecklider
WP Super Cache: version: 1.8, author: Automattic
Yoast Duplicate Post: version: 4.5, author: Enrico Battocchi & Team Yoast
Yoast SEO: version: 19.6.1, author: Team Yoast

### wp-plugins-inactive (1) ###

a3 Lazy Load: version: 2.6.0, author: a3rev Software

### wp-media ###

image_editor: WP_Image_Editor_Imagick
imagick_module_version: 1690
imagemagick_version: ImageMagick 6.9.10-23 Q16 x86_64 20190101 https://imagemagick.org
imagick_limits: 
	imagick::RESOURCETYPE_AREA: 122 MB
	imagick::RESOURCETYPE_DISK: 1073741824
	imagick::RESOURCETYPE_FILE: 6144
	imagick::RESOURCETYPE_MAP: 512 MB
	imagick::RESOURCETYPE_MEMORY: 256 MB
	imagick::RESOURCETYPE_THREAD: 1
gd_version: 2.2.5
ghostscript_version: unknown

### wp-server ###

server_architecture: Linux 5.13.19-6-pve x86_64
httpd_software: Apache
php_version: 8.0.19 64bit
php_sapi: cgi-fcgi
max_input_variables: 3000
time_limit: 300
memory_limit: 256M
max_input_time: 300
upload_max_size: 64M
php_post_max_size: 64M
curl_version: 7.64.0 OpenSSL/1.1.1n
suhosin: false
imagick_availability: true
server-headers: 
	date: Tue, 06 Sep 2022 09:22:10 GMT
	server: Apache
	vary: Accept-Encoding,Cookie
	expires: Wed, 11 Jan 1984 05:00:00 GMT
	cache-control: no-cache, must-revalidate, max-age=0
	link: <https://www.egmgrupo.com/wp-json/>; rel="https://api.w.org/", <https://www.egmgrupo.com/wp-json/wp/v2/pages/2>; rel="alternate"; type="application/json", <https://www.egmgrupo.com/>; rel=shortlink
	upgrade: h2,h2c
	content-encoding: gzip
	x-processing-time: D=6955785
	x-tls-version: TLSv1.3
	x-cipher-used: TLS_CHACHA20_POLY1305_SHA256
	content-type: text/html; charset=UTF-8
htaccess_extra_rules: true

### wp-database ###

extension: mysqli
server_version: 10.3.34-MariaDB-0+deb10u1
client_version: mysqlnd 8.0.19

### wp-constants ###

WP_HOME: undefined
WP_SITEURL: undefined
WP_CONTENT_DIR: /srv/www/egmgrupo.com/www/wp-content
WP_PLUGIN_DIR: /srv/www/egmgrupo.com/www/wp-content/plugins
WP_MAX_MEMORY_LIMIT: 256M
WP_DEBUG: false
WP_DEBUG_DISPLAY: true
WP_DEBUG_LOG: false
SCRIPT_DEBUG: false
WP_CACHE: true
CONCATENATE_SCRIPTS: undefined
COMPRESS_SCRIPTS: undefined
COMPRESS_CSS: undefined
WP_LOCAL_DEV: undefined

### wp-filesystem ###

wordpress: writable
wp-content: writable
uploads: writable
plugins: writable
themes: writable

### jetpack ###

site_id: 201146282
ssl_cert: No
time_diff: undefined
version_option: 11.2:1660129004
old_version: 11.1.2:1658836306
public: Public
master_user: No se ha configurado un usuario master.
current_user: #1 soporte
tokens_set: Blog 
blog_token: UMk!VDxy1Q4sKC06RDX$uxm118unY@c@
user_token: Not set.
version: 11.2
jp_plugin_dir: /srv/www/egmgrupo.com/www/wp-content/plugins/jetpack/
plan: free
protect_header: false
full_sync: {"started":"Mon, 27 Dec 2021 08:43:06 +0000","finished":"Mon, 27 Dec 2021 08:43:12 +0000","progress":{"options":{"finished":true},"functions":{"finished":true},"constants":{"finished":true},"users":{"total":"1","sent":1,"finished":true,"last_sent":"1"},"network_options":{"finished":true}},"config":{"options":true,"functions":true,"constants":true,"users":[1],"network_options":true}}
sync_size: undefined
sync_lag: 0 seconds
full_sync_size: undefined
full_sync_lag: 0 seconds
idc_urls: {"home":"https:\/\/www.egmgrupo.com","siteurl":"https:\/\/www.egmgrupo.com","WP_HOME":"","WP_SITEURL":""}
idc_error_option: false
idc_optin: true
cxn_tests: All Pass.

Viewing 12 replies - 1 through 12 (of 12 total)

Cena (a11n)
(@cena)

3 years, 8 months ago

Hi @jdelgado ,

> Jetpack CRM gets now deactivated every 30 minutes or so, by itself!

Well, that’s a peculiar problem, and I can’t say I’ve ever seen that before. 🙂

So the first thing I would do is eliminate a theme or plugin issue, as you mention.

Since it takes awhile for the issue to occur, I’d suggest setting up staging site for testing. Many hosts provide a staging service, where you can do testing without affecting the live site. You can ask your host about this. If they don’t give you a staging site, you could try WP Staging or Duplicator:

https://wordpress.org/plugins/wp-staging/
https://wordpress.org/plugins/duplicator/

Then, turn off ALL plugins except for Jetpack CRM. Does it disable itself after 30 minutes? If not, turn on another plugin and wait. Keep going until you turn on a plugin and now CRM is deactivating after X time. That last plugin is the culprit.

If that doesn’t turn up anything, then I’d try a default theme like Storefront or Twenty*. If the deactivation is triggered then, then you’ll want to contact Divi. That said, I haven’t seen this sort of issue with Divi with other CRM users, but there’s a first time for everything!

Let us know what you find, and we’ll go from there.

Best,
Cena

Thread Starter jdelgado
(@jdelgado)

3 years, 8 months ago

Divi guys said they haven’t heard of such an issue before … but all we had active now was Jetpack CRM and Divi … and it got deactivated after while.
:-O

So I’m setting a stage site in order to test it using a WP default theme.
I’ll keep you posted.

aicee
(@aicee11)

3 years, 8 months ago

@jdelgado

Sounds great! Let us know how it goes and if you need further help.

Thread Starter jdelgado
(@jdelgado)

3 years, 8 months ago

So my stage site is using Twenty Twenty-Two Versión 1.2 + Jetpack CRM … that’s it, nothing else, and it’s been working fine for 12 hours now.
Jetpack CRM is still active.

Is there anything you can suggest from here, beyond contacting Elegant Thems (which I’m doing in parallel to this ticket)?

Any idea is welcome!

Jay
(@bluejay77)

3 years, 8 months ago

Hi @jdelgado,

I’m glad to hear that JetpackCRM remains active with Twenty Twenty and no other plugins!

Since the issue of JP CRM being disabled went away when you switched to default theme and had no other plugins active, I highly suspect that there is another theme or plugin on your site causing JPCRM to deactivate.

At this point, the next step is try enabling one plugin at a time to see which one causes the issue.

I’d suggest try switching to Elegant Themes on your staging site with no other plugins besides Jetpack CRM, and see if JP CRM stays active. If JP CRM remains active for 12+ hr even with Elegant themes, you know that the theme isn’t causing the issue.

You can repeat this process with plugins. Enable one at a time, and see if the issue comes back.

I know this is a very tedious process, but this is the best way of ruling out plugin/theme conflict.

Thread Starter jdelgado
(@jdelgado)

3 years, 8 months ago

I have news regarding this issue.

STAGE SITE: it’s using DIVI theme and all our plugins are active. CRM plugin is working fine.

LIVE SITE: it’s using DIVI theme and when all our plugins are active the CRM plugin stops working every X minutes.

(Stage site is a clone copy of the Live site)

Deric (a11n)
(@dericleeyy)

3 years, 8 months ago

Looking at this issue, we suspect some rollback or the plugin is getting disabled outside of WordPress through the database.

When a plugin gets disabled via an error, you’ll typically see an error listed at the top of wp-admin > Plugins > Installed Plugins.

In this case, we suspect a background task on the hosting provider end constantly rolling back the site and disabling Jetpack CRM? Can you check with your hosting provider regarding any rollback or cron activity that might disable the plugin?

Jay
(@bluejay77)

3 years, 8 months ago

Hi there,

It has been more than one week since we have heard from you, so I’m marking this topic as resolved.

But if you have any further questions or need some more help, you’re welcome to reply here or open another thread.

Thread Starter jdelgado
(@jdelgado)

3 years, 8 months ago

This is the response from my hosting company:

– – – – – – – – – – – – – – – – – – – – – – – –
Good afternoon, the only cron tasks you have set are those of wordpress itself:

40 * * * * /opt/php-7.1/bin/php /srv/www/egmgrupo.com/www/wp-cron.php > /dev/null 2>&1

From our side, there is nothing to disable plugins automatically.
– – – – – – – – – – – – – – – – – – – – – – – –

My client has confirmed me that they still have this issue: Jetpack CRM gets deactivated every X minutes.

Looking forward to hearing back from you.

Plugin Support Stef (a11n)
(@erania-pinnera)

3 years, 8 months ago

Hi @jdelgado,

Thanks for reporting what your host found out. I asked our developers to weigh on this one, and they suspect that the issue you’re having could be caused by the PHP version you’re running on your site.

Since v5.2 our PHP version is 7.2, while the cronjob you reported is running PHP 7.1; maybe for the web server you are already running PHP 7.2 (or higher), but for the cronjob you are running PHP 7.1 (via CLI).

Can you ask your host to check on that, and try changing the PHP CLI version at least to PHP 7.2?

If this cannot be done, you could use alternatives, using wget instead. For example: wget -q -O - http://example.com/wp-cron.php > /dev/null 2>&1

Hope that’s all clear! Let me know how you get on 🙂

Thread Starter jdelgado
(@jdelgado)

3 years, 7 months ago

It looks like you solved it !!!
Thanks for your help.

aicee
(@aicee11)

3 years, 7 months ago

Hi @jdelgado!

Thanks for letting us know! Glad to hear it’s now fixed!